Web Protection

[dlhaas2]

Has anyone got a fix for the web protection not coming. I have sent email after email to support and have never got a response. I would like to know why I am paying for a premium account when I am not able to use the web protection. For 4 days now my malwarebtyes has detected over 400 pup, viruses and Trojans because my web protection will not turn on. I have web browsers opening on their own. I have uninstalled the software 5 time and reinstalled it and noting works.

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

• Farbar Recovery Scan Tool (FRST)
  1. Download FRST and save it to your desktop
     Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
     • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
• MB-Check
  1. Download MB-Check and save to your desktop
  2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
  3. This will produce one log file on your desktop: mb-check-results.zip
     • This file will include the FRST logs generated from the previous set of instructions
     • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

[RndyC626]

Every now and then I get a screen pop up that my Web Protection is off.  I try turning it back on without success.  I have to restart my computer to get it back

[Firefox]

GET LOGS MBST Tool

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues.... using the Malwarebytes Support Tool
 

1. Gather Logs: Create and obtain an mbst-grab-results log
2. Download Malwarebytes Support Tool and save to your desktop
3. Double-click to run Malwarebytes Support Tool and within a few second the program will open a window and download FRST, and then you will be greeted with Malwarebytes Software License Agreement, Check Accept License Agreement to accept the EULA then click "Next"
4. Now Click on Advanced Options
5. Next Click on Gather Logs
6. This will run FRST to gather logs from your system as well as gather any Malwarebytes logs
7. NOTE: There is no personal info in these logs. It will take a few minutes to gather these logs
8. When complete click on OK on message about providing the mbst-grab-results.zip to your support representative
9. This will produce one log file on your desktop: mbst-grab-results.zip
10. This file will include the FRST logs generated from the downloaded FRST tool
11. You can now X out of the Malwarebytes Support Tool
12. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area